Process based

scenarios (role
plays)
 I’m not interested!
 If the customer states the above statement at the
start of the call or even before you do a presentation
of your product, you need to check your rate of
speech/tone.

 You have to build a good deal of rapport with the

customer.

 You also need to check with the customer as to why

he/she is not interested, probe the customer to find
the reason behind why he/she is not interested.

 You need to use rebuttal statements such as “Sir/Ms

help me understand the reason as to why you’re not
interested…. Because everybody said just the same
thing at the beginning but when they actually listened
to what I had to say they were more than glad to buy
the product and even thanked me for it at the end.
 I’m Busy right now!
 The customer could use the above
statement to avoid your
conversation or the customer
would definitely be busy at that
point of time.

 At situations like these use a polite

tone and check with the customer
if he/she could spare a few
minutes…

 Use statements such as “Sir/Ms if

you could just spare a few minutes
of your precious time I would
quickly explain as to why I have
called you today!

 Or if the customer does not want

to spare a few minutes, quickly
ask the customer a
specific/comfortable time you
could call back, thank the
customer and hang up quickly….
 Call me back!
 When ever a customer requests you
to call back, ensure that you check
the level of interest the customer
shows towards your presentation.

 Put in efforts to convert the call into

a sales call but if the customer
persists that you call later, always
keep the customer excited about
your product by making him feel
that there is a lot more about your
product he has to know.

 Use statements like “I will definitely

call back so that I can explain to
you the added benefits and
advantages that this product can
give you”
 I need to consult my family
(wife/husband/father/mother…)
If a customer uses the above
statement you can use
statements like-I completely
understand this is an important
decision to take, I’m sure that
when you buy this product your
wife/husband/father/mother…
know about it, they would be
surprised and happy that you
have invested your money on the
right product.
 I would call you and let you know if I need
it.
Usually when a customer uses the
above statement, he/she is simply
not interested and is just trying to
avoid you, at a situation like this
always use a polite tone and use
statements like…..

“I would be more than glad to take

your call Sir/Ms but since this is an
outbound department I would not
be able to take your call”

but I would be more than happy to call

you at a convenient of yours….
please let me know as to what
would be a convenient time and I’ll
ensure that I call you back.

…. also try to buy time from the customer so that you can complete your product
presentation and make a sale.
I already have something similar to what
you’re selling.
 Congratulate the customer when
he uses the above statement
since he already knows the
importance of the product but let
him know that your product has a
lot more to offer.

 You need to probe the customer

about his/her product details such
as features, benefits and
advantages. Match the USP’s of
your product to the customers
needs and convince the customer.
I don’t think I can afford it/the price
is too high…

Customers use the above

statement only when they
are not clear with all the
USP’s of your product.
They need to know that
your product has all the
qualities that no other
product has, and that there
is always a small price
attached when it comes to
quality.
 I don’t have my credit card with me
right now….

 A customer who says that he

is not carrying his card
sometimes says so only to
avoid the sale.

 Sometimes it may be true that

he is really not carrying it, at a
situation as such you need to
ensure that you probe the
customer and check if his
family members can help him
with the credit card details, or
you can ask him for a suitable
time to call back and get the
details.
 I don’t trust you I don’t want to give you
my bank details?
When a customer is not convinced or
sure about your product he would
use such objections.

Always ensure that the customer is

completely satisfied with the product
and then try to close the call never
try to push a sale.

You can also use statements like….

“Well Sir/Ms we at ….company
understand that your time is
precious and would not call you if
this product wouldn’t benefit you,
besides you are one of our potential
customers who we would not want
to loose.. We would ensure that all
your details would be kept strictly
confidential.
How can I be sure that you are calling
me from the respective company?
Always build trust with your
customers, being professional
and confident on calls builds
trust.

Let the customer know about the

details of your company and
give him/her your name in a
confident tone which makes
them believe you.

Use positive cues to ensure

customer feels comfortable to
give his details, never sound
demanding but sound
assertive.
 I don’t think I need this….

 A disinterested customer would

usually come up with a line like
this. He will say this even
before they have heard what
you have to offer!

 Don’t force yourself on the

customer. Just let them know
what you have to offer and
how it will benefit them. Make
them see how the product will
be useful.
 I’m not convinced…
 These customers are people
who need in-depth convincing
about a particular product.

 If they are unable to see the

benefit of it, they will directly
refuse. For these customers,
you need to be well prepared
with product knowledge and
additional questions as well.

 Out of the box thinking is a

requirement in such cases.
Once you have convinced a
person like this, they will be a
loyal customer for life.
 I think I’m interested but can you
explain a little more in detail…

 The first part of your

presentation has worked! Now
clinch the deal. Make sure you
give the customer just what
they want and nothing more.

 Be precise and to the point and

present in a manner that is
appealing to the customer.
 Sure I’m interested talk to me…

The customer is all ears to

listen! Make use of the
opportunity. Make sure
not to bore them or make
them lose interest.
 But company x offered me a better
deal than yours……
 This is a customer who is trying
to get the best deal/value for
their money. They would like to
see whether you will stretch
your benefits in order to get
them as your customer. This is
a time when your convincing
and presentation skills are put
to the test.

 Even if the other company is

offering more than yours, you
must be able to convince them
of the benefits of your
company ( value for money,
reliability, service etc..)
 Are you trying to sell me something…..

The answer is “Yes”. Do not

beat around the bush
with such customers.
Make sure you do not
waste their time. Be
precise, present and
make the best of the
opportunity.
 Why do guys keep calling me….
 This customer has been a victim of a lot
of calls for sales, credit cards etc…. . On a
call like this, you have very little time to
convey your message. Let them know
that you appreciate them taking time to
listen and make it quick. Even if it just a
brief description of the product, ensure it
stays with them and by the end of your
presentation, they want to know more.

 This customer has been the victim of

many a phone call from not very useful
services or products. Ensure you keep a
polite tone of voice with this customer
and be a good listener. Here is a need for
precise communication again. Make it
short and sweet and get your point
across.
 I like the deal but I want something in
black and white to read first……

 This is one cautious

customer! They will make no
deal unless they see it in
black and white! If you have
any documentation to offer,
do it immediately.

 The other alternative is that

your presentation should
contain all that they are
looking for in the
documentation!
 What do I need to do to get your product?

 Here is a wonderful
opportunity for you to be able
to present your service. Give
them the direct methods.

 Also offer them the alternate

methods ( e.g. payment
modes, contact via
phone/email)…
CUSTOMERS ARE LOOKING
FOR GOOD SERVICE ABOVE
THE PRODUCT. IF THEY ARE
ASSURED GOOD SERVICE,
THEY ARE YOUR
CUSTOMER’S FOR A
LIFETIME!

Now lets get started!!!